Migration options

There are a few options you can choose to migrate your Chat implementation and workflow from the setNotes Chat widget API. We recommend taking proactive measures as soon as possible to ensure a seamless transition of your customer support workflows with Integrated Chat.

The options available require some developer skills and knowledge, and may suit a particular use case better than others.

Some basic web developer knowledge and access is required for JavaScript API usage.

Chat REST API

There is an existing Chat Visitor REST API that allows notes to be updated and displayed in the Chat Dashboard. The REST API can be called from either a server-side app or from client-side JavaScript code.

When notes are updated via the Chat REST API, updates are displayed in the Chat Dashboard in real-time, i.e. whilst an Agent is chatting with a visitor.

In both of the above scenarios, it would be necessary to implement an OAuth flow to authenticate with the Chat API.

Public Chat app

If you have customer and visitor data in a third party provider, you can look at using one of the existing CRM public apps:

Zendesk apps are a powerful means to add custom functionality to the Chat Dashboard beyond what the product natively offers. The Zendesk App Framework allows customers and App Developers to interact with the Zendesk product in which the app is running.

Using product or visitor information available through the Zendesk App Framework API for Chat, it is possible to enrich the Chat Dashboard with contextual information retrieved from a customer’s CRM, or a third party service.

An example of a private app providing enrichment of the Chat Dashboard is the Dollar Shave Club’s Brain App.

Building a Chat app requires engineering skills and knowledge. You would need to know how to set up a web app elsewhere that can be displayed inside of the Chat app.

The Web app interacts with the Zendesk App Framework JavaScript API. It displays relevant information to the Chat Agent in the UI alongside the Chat message log.